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The incident support cycle, often referred to as the incident management lifecycle, is a structured process used by organizations to respond to and resolve disruptive events. This cycle ensures that incidents are handled efficiently and effectively, minimizing their impact on business operations and user experience.

The cycle typically begins with incident detection and logging. This stage involves identifying that an incident has occurred and creating a detailed record of the event, including its nature, impact, and the affected systems or services. Following detection, the incident is classified and prioritized. Classification helps categorize the incident type for easier tracking and analysis, while prioritization determines the urgency of the response based on factors like severity and business impact.

Next, an initial diagnosis is performed to understand the root cause of the incident. This often involves investigation and gathering information from various sources. Once the cause is identified, the incident is assigned to the appropriate support team for resolution. This team works to implement a fix or workaround, aiming to restore normal service as quickly as possible.

During the resolution phase, progress is monitored and communicated to stakeholders. After the incident is resolved, a closure process takes place. This involves verifying that the service has been fully restored, documenting the resolution, and conducting a post-incident review. The review aims to identify lessons learned and opportunities for improvement to prevent similar incidents in the future. The incident support cycle is a continuous process, with insights gained from one cycle informing and enhancing future responses.